Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/24/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on April 20 and a pop up advertised to add on a mystery item for an extra $15. It would be a product valued at $50 or more. They promised an item that might not be sold to the public but you'd find out when you receive your order. Instead, they sent a $50 voucher to use on a future purchase. The language of the popup made it sound like a physical item, not that I was paying for money off a future purchase. I tried to dispute this with the company directly but they are denying any wrongdoing. They claim the product I received was a gift card sent to my email. I belive this is false advertising. They are trying to lure customers into believe they will get another item in their package.

  Business Response

  Date: 05/06/2025

  Hello, 

  We sincerely apologize for any confusion Ms. ******* experienced regarding the mystery item promotion. We truly value this feedback and will be sharing it with our internal teams for review and improvement.

  At this time, our mystery item promotion includes a $50 voucher that is delivered via email and can be used toward a future purchase. We understand that the language used in the offer may have led to different expectations, and we appreciate the opportunity to clarify.

  To ensure the customers satisfaction, we have issued a full refund of the $15 charged for the mystery item. Please allow 35 business days for the funds to reflect back to the original payment method.

  Best,

  Customer Answer

  Date: 05/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/17/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company will not allow me to cancel a 3 year contract for an aroma scent diffuser subscription. I had problems with the product from the jump (the scents do not actually scent a room, the directions are unclear, it is extremely difficult to get anyone to respond from the company.) They initially sent me a new machine and I was told I had a 5 day ***** ****** from the arrival date of trying the new machine to cancel my contract. I then called them to figure out how to turn on the new machine, and asked for (in writing) for them to send me the exact date my ***** ****** ended so I could cancel in time if needed. They got back to me in writing that the ***** ****** was actually going to end on 4/17/25 (instead of sometime in March) Now, they are saying they made a mistake and that the ***** ****** was sometime in March so that I am locked into a contract for 3 years. This is obviously not my problem, I did my due diligence as a consumer. There are hundreds of other similar complaints online (Reddit, reviews, etc.) I emailed the CEO directly so we will see if he responds, but this is so absurd. I also have payments due on the account that are supposed to be waived, I don't want it to affect my credit. Lastly, I was immensely mistreated on the phone calls. I asked dozens of times on multiple calls to cancel and they just kept telling me reasons not to cancel. Meanwhile, I was explicitly saying "Please stop trying to sell me, my mind is not changing, nothing you can say is going to change my mind" and alas, they still would not honor or respect my decision. Currently the status is I have about $250 "due" to them and a contract they wont cancel which will keep adding about $100 to that amount each month.

  Business Response

  Date: 04/21/2025

  We thank Ms. ****** for the opportunity to address this matter.
  
  A senior representative personally contacted her to apologize for the confusion and the experience she described. It was acknowledged that a mistake had been made regarding the communication of her ***** periodwhether due to oversight or misinterpretationand this is not the standard of service the company strives to uphold. Internal steps have already been taken to ensure such errors are not repeated.
  
  During her call, Ms. ****** was advised that her account has been approved for cancellation and a prepaid return shipping label was provided to her. A copy of that return label is attached to this response. The client will have 14 days to send the products back. If we have not received the diffusers, or the package is not in transit at that time, she will no longer be eligible for cancellation.
  
  Ms. ****** expressed appreciation for the resolution, and there will be no outstanding issues remaining on the account once the return is complete.
  

  Customer Answer

  Date: 04/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  However, the resolution was required from them per confirmation of my cancellation date in writing - I would have easily won in court, backed my numerous other complaintants. It was only AFTER I filed a formal complaint with the BBB, FL State Gov't and posted public reviews that I received this resolution - they should be looked into further by the appropriate parties.

  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/15/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Misleading Sales Practices and Unclear Terms: I ordered a Hotel Collection pro diffuser online and was contacted by "*****", who suggested I upgrade to the Aroma 360 VIP program. However, I later discovered that by enrolling, I unknowingly signed up for a three-year loan at over 16% interest. I was misled into thinking it was only a product purchase and that no interest would be charged, not a long-term financial commitment. Predatory Sales Practices and Health Concerns: Aroma 360 engages in predatory sales tactics, pushing customers into long-term financial commitments without clear terms and ignoring cancellation or return requests. I am requesting that my cancellation be honored, a refund issued for unused products, that further charges be stopped, and this item to be removed from my credit report.

  Business Response

  Date: 04/17/2025

  We thank *** ********* for the opportunity to address this matter.

  Our records show that *** ********* enrolled in the VIP Program on September 26th, 2024, after speaking with a scent consultant who explained the full terms of the agreement. The contract clearly outlines the all-inclusive monthly price, which incorporates the cost of discounted oils, shipping, applicable taxes, and financing terms. Although the client referenced an interest rate, there is no additional or hidden interest charged beyond the agreed monthly payment. Instead, pricing is structured to reflect the total monthly cost, which remains consistent throughout the duration of the contract.

  The client electronically signed the contract via ******** after reviewing these terms. No cancellation requests were received during the 30-day grace ****** following enrollment, and the first indication of a cancellation request appeared in April 2025well outside the eligible window for any return or refund. If the client has other communications that are not reflected in our records regarding a cancellation request during the grace ******, we are happy to take those into consideration and respectfully request that a copy of such communication be uploaded via the BBB portal.

  If there is anything we can assist with in keeping with the terms of the contract, we remain available to *** *********.
  

  
  

• Initial Complaint

  Date:04/14/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the Hotel Collection Presidential unit online. I was then called repeatedly to change to what they described as a "subscribe and save" program where the unit would be free and the oils discounted. They NEVER explained this as a loan. I agreed but only after a while did I understand that this was a loan for over $4000 dollars. I am in the process of cancelling that loan and have now gone back to buying the machine. However, the employee, ****** ********, or anyone else from the company is not following up to cancel the loan or provide me with paperwork to cancel. The loan is now in arrears.

  Business Response

  Date: 04/17/2025

  We thank Ms. ****** for the opportunity to address this matter.
  
  We apologize for any confusion or delay experienced during this process. It does take several days to complete the contract cancellation, however, we can confirm that by the time this BBB complaint was filed, the necessary steps had already been taken to cancel the agreement. If Ms. ****** logs into her U-Portal account, she will see that the account balance now reflects $0.00. There is no further action required, and the account is no longer in arrears.
  
  We appreciate Ms. ******* continued business and look forward to supporting her scenting needs.
  
  

  Customer Answer

  Date: 04/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/09/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Request to Cancel Monthly Renewal I have requested to cancel my monthly renewal with Hotel Collection DBA Aroma 360 for weeks. I have emailed and called them and have received no response. I called and emailed the supervisor, ********. He did not respond but acknowledged my email. Every time I call, they keep me on hold and then state they transfer me, but the line gets disconnected.

  Business Response

  Date: 04/17/2025

  Hello, 

  Ms. ******** held a conversation with our team, during which we explained the benefits of our VIP Oil Program. Our Supervisor also provided a return label as part of the resolution process. During this call, we clarified that the cancellation and refund would be processed upon receipt of the returned shipment.

  We are pleased to confirm that the return was received on 4/16. As of today, the customers VIP Oil Program has been officially canceled and a refund has been issued. We kindly advise the customer to allow 35 business days for the funds to reflect back to the original payment method, depending on their banks processing times.

  Should the customer have any additional questions or require further assistance, we are more than happy to help.

  Best, 

  Customer Answer

  Date: 04/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/04/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a diffuser with one oil to try and see if I like it. The diffuser was on sale and I purchased on 3/17. 10 min after buying I get a call from ****** explaining to me the deal for the penthouse VIP conceirge service and they will send you a diffuser for free if you buy the oils. So I joined and he said he would cancel the previous diffuser since Im upgrading and credit my account ( he did not). He assured me I have 30days to decide if I want to keep the machine or not and all money would be refunded no problem. 3/24 I decide to cancel and speak to ******* , she sends me return labels for both machines and I tell her the ****** never refunded me from the first order he was suppose to cancel. She told me she would start the refund process. ( she did not) 3/25 I mail back both machine and 3/31 they were received by the warehouse at ********* in *****. Still no refund and my account is still open at their billing department. My account says I wil owe my first payment 4/14 but ******* assured me everything will process in 48 hours. (It did not and still no refund) 4/2 I call the 3rd party billing company ********* and start an open ticket to cancel my account , they say they reached out to merchant and are waiting. 4/3 I call universal and they say until they talk to the merchant , my account stays open. I call aroma 360 conceirge to speak to manager and I get ******. I explain details and talks to ******* who said she would call me right back with details of my account. (She didnt call and still no refund and my account is still open tho I have no merchandise in my possession since 3/25) ****** assures me he personally will take care of this and call me ***** hours and escalate to his manager 4/4 no call from ****** so I call him and ******* picks up and I explained everything over again with no resolution , he assures me ****** or ******* will call me 5/5 but its a Saturday . Still no refund and my account is still active

  Customer Answer

  Date: 04/05/2025

  I left a comment on their FB page and they sent me a DM asking how they can make it right. ***** from hotel collection but then quickly told me she doesnt handle the VIP subscriptions and she sent me an email to th VIP team who Ive already been communicating with 

  they send you round and round everyone says the escalate the issue but no one follows thru then its their day off or the manager isnt in., meanwhile I still have an open subscription with a payment coming for equipment I dont have and $300 worth of charges no one  will credit me for. Its very frustrating .  

  this company is horrible and needs to be shut down

  Business Response

  Date: 04/17/2025

  Hello, 

  We sincerely regret the experience Ms. ******* had and appreciate the opportunity to address her concerns.

  We can confirm that our agent, ******, followed up with the customer directly and escalated the matter internally alongside our representative ******* to ensure that the appropriate steps were being taken to resolve her concerns.

  As mentioned by Ms. ******** she returned all merchandise, and we can confirm that her account has since been canceled.

  Regarding the financial aspect of the issue, a refund was processed for the original order, as well as a refund request submitted for the startup fee. However, our records indicate that a chargeback was filed for that specific fee. If the customer has not yet received that refund, we kindly recommend that she contact her financial institution for further details and resolution, as the transaction would now be handled through them.

  We remain committed to resolving this matter fully and fairly and are available should any additional clarification be needed.

  Best, 

  Customer Answer

  Date: 04/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/03/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two diffuser scents from Hotel Collection and paid via a credit card. I immediately got an email stating there was a problem with my order and I needed to call.Then received a phone message to call ****- when I called back, a gentleman answered and said he would have her call back- click.Then I received a text to contact ****** immediately about an issue with my order.All of this in 5 minutes.I just want to order my refill and not get sold something I dont want or need.

  Business Response

  Date: 04/15/2025

  Hello, 

  We appreciate the opportunity to address Ms. ****** concerns, and we sincerely apologize for the experience she had during the ordering process. We understand how frustrating it can be to receive multiple follow-ups and will be sure to share this feedback with our team to help improve the customer experience.

  Wed like to confirm that the customers order has been processed and successfully delivered. Should the customer have any questions about the order or need assistance with future purchases, our team would be more than happy to help.

  Best, 

  Customer Answer

  Date: 04/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:04/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially bought a diffuser from this company. They repeatedly call me and email me, despite (1) verbally asking them to stop calling me and to take me off of their marketing lists, (2) cancelling my subscription to their product, and (3) unsubscribing from their emails multiple times. I have been explicit about being no longer called or emailed multiple times and in multiple ways over the past few months, and am submitting this report as a last resort in hopes that they will stop.

  Business Response

  Date: 04/14/2025

  Hello, 

  We appreciate the opportunity to address this matter and would like to sincerely apologize for the inconvenience and frustration this experience has caused. We take all feedback seriously and will be sharing this internally with our team to help improve our customer experience.

  That said, we would like to clarify that we have not continued to contact the customer following her request. Her number has been added to our internal Do Not Call list, and we have taken the necessary steps to ensure she no longer receives marketing emails or phone calls from our team.

  If theres anything further we can do to assist, we are happy to help.

  Best, 

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/24 I placed an order for the pro diffusers since I was given a bottle of My Way from a friend. 3/25 ***** from Hotel Collections called and advised me that my bottle from my friend would not work with the pro diffusers. I had to have a pod to work with the diffusers (this is a lie). She then offered to instead give me a free machine with a monthly subscription that i would sign a contract for and assured me that if I wasn't satisfied that i had 30 days to return.This was a contract for over $3,000 and upon further research on the "30 day return" policy. If you open and use the product it then voids the return and locks you in. Since then, I have attempted several ways to cancel via phone(no returned call and on hold for over 30+min no answer), tickets submitted under both hotel collections and Aroma360 websites and now social media. The only response i have received is from social media referring me to Aroma360. I have attached all screen shots of my tickets and social media response deferring me to the other company even though the purchase was under hotel collections.

  Business Response

  Date: 04/04/2025

  Hello, we apologize for any concerns the client had with regard to her interaction with the Hotel Collection Scent Consultant. Our records indicate that yesterday, a Concierge Manager spoke with the client, explained the VIP Oil program in detail. It was also shared with the client that there was a system error that prevented us from seeing her messages. It was because of the client sharing via her BBB complaint that she was reaching out to us and not receiving a response that we found this system error. Our IT department is currently working on this issue. 

  The Concierge Manager sent an email to the client with detailed information regarding the VIP program so she can decide if she wishes to continue with the program. If after reviewing the details, the client still wishes to cancel we will honor her request. Thank you

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted this company numerous times. My diffuser is no longer working and it is under a six month warranty. Its only two months old. No one is getting back to me and I need it replaced as per their warranty.

  Business Response

  Date: 04/11/2025

  Hello, 

  We appreciate the opportunity to respond to Ms. ******* concerns, and we sincerely apologize for the defective diffuser and the delay in our response. Were happy to confirm that on April 8th, the customer was able to speak with one of our agents.

  During that interaction, some troubleshooting steps were completed, and it was confirmed that the unit was not functioning properly. A replacement was then processed under order HC1746254 in accordance with our warranty policy.

  Should the customer have any further questions or require additional support, wed be more than happy to assist.

  Best regards,

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23145999
  
  I am rejecting this response because I received a email that you were going to replace the item with the refurbished diffuser. This was three days ago. I have still not received a tracking number or a label to send my product back. Again, *** sent numerous emails, tried phoning this company to talk  to customer service and I cannot get a return response. The only time I can get a hold of someone is when I go through their ******** messenger.. 

  I have never dealt with the company that has such bad customer service! I signed up for three pods so that I can get a discount. This company kept sending me pods. It took me two weeks to finally get them to cancel my subscription. 
  

  Do your due diligence, and send me a new diffuser.

  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 04/17/2025

  Hello, 

  We sincerely apologize for the delay and any inconvenience the Ms. ****** has experienced. There was an unexpected delay with the replacement order; however, weve been in contact with our fulfillment center, and were happy to confirm that the replacement diffuser has now been labeled and is ready to ship. The customer should receive a confirmation email with tracking information shortly.

  As a gesture of goodwill and to apologize for the inconvenience caused, we have also issued a $50 gift card, which has been sent to the customers email.

  We truly appreciate the customers patience and look forward to her receiving and enjoying the replacement diffuser.

  Kind regards,